New Participant Portal: Questions and Answers

The National Disability Insurance Scheme (NDIS) is a new way of providing support for people with disability, their families and carers in Australia.

The NDIS is already transforming lives and will move from trial to a national scheme from 1 July 2016. To support the national roll out new systems are being introduced, including a new Participant Portal.

We already have a Participant Portal, why is the NDIA replacing it? The NDIS Participant Portal is being upgraded to a new and improved system, myplace, that will be better cater to the growing number of participants expected to join the NDIS over the next few years.

Myplace has a new look and feel, will be easy to use, and will enhance the participants’ experience through increased functionality. The National Disability Insurance Agency’s (NDIA) focus is on making the transition from the old portal to the new, as smooth as possible.

What are the key dates participants need to be aware of? The Participant Portal will operate as usual until 16 June 2016. Any changes and claims must be made by 5:00pm 16 June 2016, Australian Eastern Standard Time (AEST).

From 17 to 30 June 2016, the portal will be closed. From 17 to 25 June 2016 participants will be able to read their information on the portal but will be unable to make changes or claims. From 26 to 30 June 2016 participants will not be able to access the portal.

From 1 July 2016 participants will find all of their information on the new portal, called myplace. Changes and claims can be made on the new myplace portal from 1 July 2016.

Why is the current NDIS Participant Portal changing from 16 June? The NDIS Participant Portal functions are changing to allow for end of financial year processing and to assist in moving from the current Participant Portal to a new and improved Participant Portal called myplace.

What does the portal changes mean for participants? Outstanding payments for services need to be claimed by 5.00pm (AEST) on 16 June 2016. If participants miss the 16 June end of financial year deadline, they will not be able to make any claims until the new portal opens on 1 July 2016.

The Agency recommends participants print or save an electronic copy of their plan to ensure they can talk to providers about their supports.

When will participants be able to start submitting claims again? Claims can be made in myplace from 1 July 2016. Participants must keep their receipts to assist when claiming the supports and services they received 16 to 30 June 2016.

1 How is the NDIA supporting participants who manage their own funds during this period? The NDIA is providing advance payments to self-managing participants (those who pay for their supports and services directly), to ensure they have sufficient funds to continue to receive supports and services during the Participant Portal closure.

This early payment will be based on the average of their claims history over the past three months. This payment will be processed on Friday 17 June 2016 and participants will have access to this payment in the week commencing 20 June 2016.

Where supports and services are delivered by the provider and the provider is claiming directly from the NDIA or from a plan management provider, the participant does not need to do anything.

How do participants acquit these advanced payments? The early payment will be recorded as a 'prepayment' and must be offset against future claims.

From 1 July 2016 participants will be able to start lodging claims in myplace for services they received during the Participant Portal shut down. Participants must keep their receipts to assist when claiming the supports and services received from 16 to 30 June 2016.

For example, if a participant receives a $200 advance payment for supports provided from 17 June to 30 June, once the new portal, myplace, is open on 1 July, a participant can start lodging claims with receipts as per usual. If the total of a claim comes to $250, the participant will receive $50 in their next payment.

How will this effect fortnightly transport payments? If a participant receives transport payments they will also receive an advance payment that will cover their transport funding for the period 16 to 30 June 2016. This will be processed on 17 June 2016. Participants can expect to receive this payment in the week commencing 20 June 2016.

Will these changes affect delivery of supports and/or services in a participant’s plan? All changes are being put in place to ensure participants can still access the supports and services they need over the closure as identified in their plan.

These changes should not impact the delivery of supports and services included in a participant’s plan.

What is myplace? Myplace is the new online portal that all participants can use from 1 July 2016 to view their plan, implement their plan and create and view claims.

The NDIS is changing the way people with disability in Australia are supported. It will take time for systems and the market place to develop.

The Agency is committed to listening, learning and improving our systems and processes as the Scheme grows. We welcome feedback from participants, their families and carers. How do I use myplace? A range of training and support material will be made available on the NDIS website in the next two weeks. These will include:

 ‘myplace’ Participant Portal – What’s different

 ‘myplace’ Participant Portal – Step-by-Step Guide

 ‘myplace’ demonstration video

Who do I contact if I have further questions? If you have further questions please contact the NDIS on 1800 800 110. If participants are experiencing difficulties managing their supports they should contact their local NDIS office.